Binder Hell - noun - The state of being stuck dealing with varying numbers of people on the phone who are only functionally capable of putting you through processes documented in their three ring binders, even though none of those processes will actually fix the problem you have. Symptomatic of an over-engineered system which has all but programmed out common sense and initiative. For example, a company which is so hell-bent on keeping customers will needlessly obfuscate or entirely eliminate processes that let customers cancel their service. As another example, a telecom provider which demands the serial number of your SIM card when your device doesn't actually have a SIM card.
Jun 21 2018